Position: Call Handler
Sector: Repairs
Location: Basildon / Billericay
Salary: Up to £27k per annum
We are looking for a customer care call handler to join our team in Basildon.Your primary responsibility will be to take a large volume of inbound calls, booking appointments and assisting engineers.
Responsibilities:
Provide fantastic customer service support to all incoming calls including residents, clients, other departments.
Responsible for inbound calls with a helpful, with a professional approach
Distribute incoming calls to the relevant department.
Book appointments for works by telephone and email.
Manage large amounts of inbound calls, emails and webchats calls in a timely manner.
Identify customers’ needs and pass to correct department
Build sustainable relationships with residents / clients.
Always put the customers needs first.
Administration duties.
Take ownership for responding to inbound communications (calls and emails).
Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience.
Where possible and appropriate, help th...